Call Center White Papers

If you want to learn more about delivering and managing a high-impact Virtual Call Center, please review the following white papers. Five9 is pleased to offer this information for your planning and research needs.

2006 State of the Call Center Report

This paper discusses the customer attitudes towards call centers and ways to improve their experience and satisfaction.

At-Home Agents Report

Five9 is a market leader in hosted call center solutions, so any company looking to buy or upgrade their existing call center infrastructure from Avaya, Nortel, Aspect, Genesys or Cisco would do well to consider Five9 as a hosted alternative. This paper discusses benefits, advantages and issues associated with adopting at-home call center agents.

Yankee Group's Total Cost of Ownership Study

This paper from Yankee Group talks about drivers for adopting hosted call center solutions and compares TCO for hosted vs. premise-based call centers.

Beagle Group's Small Footprint, Big Results

This paper discusses the reasons a company would choose a hosted call center model versus premise based, and provide insights into detailed TCO.

Call Centers 101

This white paper is a Five9 primer on basic call center terminology, capabilities, and issues. In addition, information is provided on call center challenges today and call center performance topics.

Optimizing at-home agents within a distributed call center model

"This Beagle Research Group Executive White Paper examines the benefits and the new challenges placed on the call center by both advancing technology and entrepreneurship."